Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/14/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Mid November my family i moved into *************************. We were shown an apartment in perfect condition with no concerns. Upon moving in to a different apartment than what we were shown, we discovered that the apartment had a cockroach infestation along with moldy vanity in bathroom one, wet paint within the bathtub, and mold under the kitchen counter beside the dishwasher, amongst other cosmetic issues. Upon move in we were given a paper with a list of possible issues with in the apartment. We filled out that paper in detail and turned it in. They have all they have done is replaced a base board inside the vanity that was covered in mold, leaving the rest of the vanity warped. The paint is chipping off in the bathtub and they said they plan to replace the bathtub and have yet to do so at the time of this message. We have two babies within our home. They continue pick off the paint and attempt to put paint chips in their mouth. This is very concerning to my wife and I. Problems keep arising.

  Business Response

  Date: 02/24/2025

  Mr. ******* - 

  Thank you for taking time to meet with our on-site team to walk your unit and address all of your concerns one by one. Please note this is still an open matter, and all issues are not resolved, but we want to submit this response to signify that remediation has begun with your issues. ******, our On Site Manager, will be personally overseeing the repairs of all issues in the most timely fashion possible. See some details below - 

  Drywall behind Dishwasher: Needs repair / replace       (****** addressed this Feb 14th).
  Hallway Bathtub and Vanity to be replaced, as previously discussed.
  Master Bath Vanity to be replaced.  New Item.  
  Hallway Toilet needs to be secured and internal parts need replaced.
  Drywall repair in Master Bath.
  Replace Cove base in kitchen.  It is falling off.

  Please contact our office as soon as possible if anything additional arises. We look forward to resolving this together with you, and appreciate your open communication. 

   

   

  Thank you.

  Customer Answer

  Date: 02/28/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

  Bradfordplace apartments has made some effort in replacing and repairing certain things around our apartment.  Upon them receiving the email from the BBB, the property manager contacted me immediately, which was greatly appreciated.  He treated me well and with understanding and respect. He said would he would make an effort to waive my families march rent, due to the state of which our apartment was in once moving in.  After disscussing with his colleagues they decided to waive 500$ of march rent. I decided I would be indifferent about their decision untill the apartment issues have been resolved by management and maintenance.  They were quick in response and due to us obviously still living in the apartment and having two babies we all did the best we could with allowing maintenance to accomplish what they needed to. With that being said, the new bathtub has come chipped,  as the prior one was before.  Which became an issue fast with having two babies utilizing it daily. Furthermore, we have found screws wood and maintence equipment left behind in the hallway.  Which could have been extremely dangerous, if it would have fallen on one of them before we discovered once we arrived home that day.  The mold should have never have been there upon us moving in. My youngest has developed rashes, which she has been seen for by the doctor and treated and prescribed (If further documents, pictures,hospital bills are needed i will provide)  Another apartment here for us to move into would have been just fine with us, especially the one we were shown to begin with before moving in, which was immaculate.  This apartment has been a huge inconvenience, unsafe, and was not  and still not, move in ready.  My family and I would greatly appreciate a full refund of months paid toward the lease of our apartment due to the company not upholding the lease agreement, policy and state laws. As well as proper amount of time to find another place to live for my family and I. 
  
   
  Regards,
  
  ***** *******

  
  

  Business Response

  Date: 03/27/2025

  Hello - 

  Upon additional meetings between the resident and staff, the following resolution has been reached - 

  Resident has given notice for a move out of 4/15/25. No term fees.
  Rental concession until 4/15/25. 

   

  Thank you,

   

  ******* *****

  RPM 

  Customer Answer

  Date: 03/27/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  ***** *******

• Initial Complaint

  Date:10/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Amenities that were advertised was not available to use such as pool, & car wash this was not disclosed until after signing lease and moved in. Complaints of noise disturbance has not been resolved or responded to by leasing manger or regional manager. No honorable tenant rights. Discrimination and selective honoring of tenants lease and property rules. ****** is only person on lease property allowed guest to have parking permit when their not on lease. Visitors are supposed to have a visitor pass and not for more than *********************************************** concerns never follows up but uses excuses to get of every concern or complaint. Leasing manager parked her car in car wash. Mailboxes on property we cant use because post office doesnt have mailbox keys since moving here in July we have had to pick up our mail from the leasing office havent used the mailbox ever. I would like to break my lease and leave I dont want to be stuck in a situation paying and following guidelines that they dont even honor or state in lease.

  Business Response

  Date: 10/11/2024

  Hello - 

  This resident's community is newly built, and we open our rental communities in phases. I wanted to provide a break down below for each individual item the resident mentioned - We have made ongoing efforts to address the resident's concerns and maintain open communication.

   

  Amenities:
  We were transparent about potential construction delays with certain amenities,
  including the pool and car wash, prior to the resident signing the lease. These
  delays are beyond our control, but we are actively working to complete them, and delivery dates for additional buildings / amenities have been provided to residents. 

  
  Noise
  Complaints:
  We investigated the residents' noise complaints, but the evidence provided does
  not show excessive noise. We offered them the option to transfer to a quieter
  third-floor apartment. 

  Parking and
  Policy Enforcement:
  Our parking policy is applied consistently to all residents. The resident was
  given flexibility with a guest pass, despite this exceeding the typical
  timeframe, as a courtesy. We have found no evidence of policy discrimination. 

  Mailbox
  Issues:
  The delays in mailbox access have been due to post office coordination, a
  situation beyond our control, which was communicated to all residents. This
  issue is now being resolved with an estimated resolution within the next 30 days.

  
  We have kept
  lines of communication open with this resident and will continue to work with
  them to ensure their experience improves, and have put the resident in contact with the Regional Property Manager to review any outstanding concerns. The resident's apartment and ability to reside in and enjoy their apartment has not been impacted by any of their complaints. 

   

  Thank you,

   

  Christine Hornett

  Business Response

  Date: 10/11/2024

  Hello - 

  Thank you for contacting us. Our Regional Property Manager, Kelsy Winfrey has been updated on your concerns. The Property Manager will be in contact to review all options with you.

  Amenities:
  We were transparent about potential construction delays with certain amenities,
  including the pool and car wash, prior to the resident signing the lease. These
  delays are beyond our control, but we are actively working to complete them.
  Noise
  Complaints:
  We investigated the residents' noise complaints, but the evidence provided does
  not show excessive noise. We offered them the option to transfer to a quieter
  third-floor apartment.
  Parking and
  Policy Enforcement:
  Our parking policy is applied consistently to all residents. The resident was
  given flexibility with a guest pass, despite this exceeding the typical
  timeframe, as a courtesy. We have found no evidence of policy discrimination.
  Mailbox
  Issues:
  The delays in mailbox access have been due to post office coordination, a
  situation beyond our control, which was communicated to all residents. This
  issue is now being resolved.

  Customer Answer

  Date: 10/15/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22389806, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  
  
  No one has reached out. They have our phone numbers, emails, and of course our mailing address. We have provided proof each time it has been requested and have followed their guidelines regarding all matters and nothing has happened to resolve the matters discussed. The overall experience living here has been terrible due to difficult and unprofessional management and lack of accountability taken. 

   
  This situation has become entirely unacceptable. Not only has our experience been marred by false advertising and lack of communication, but it has now directly affected our health in a devastating way. My partner was recently hospitalized and suffered a pregnancy loss while living in this property, in big part due to the extreme anxiety caused by the ongoing noise disturbances from the upstairs tenant and the overall stress from unresolved issues in this apartment. There was even an attempted break in at a unit across the hall and no updates or reassurance from the property have been provided. The impact of these failures is not just emotional, but physical as well. You claim this matter is important to you, but if that’s truly the case, what is the delay in addressing the root cause of these issues? Why has there been no meaningful response after all this time?
  
  The ongoing noise from the upstairs resident has been beyond disruptive—it has seriously impacted our health, yet no action has been taken. We have spoken to the previous regional manager, David Parente and shown proof of the excessive issues with promise of resolution and diligent investigation, but to no avail. Smartphones with noise canceling technology do the disturbances no justice – and have requested management to listen to them with headphones to get an authentic depiction of the turmoil we are faced with. Regardless of company turnover, we as tenants were promised to be reconvened with in a timely manner by the property team, yet no one reached out. When we reached out again, we were told that the follow up email “got lost”.
  
  Repeated Attempts to Resolve the Issue:
  At this point, we have spoken with property manager, Measha, about these issues not once, not twice, but an excessive number of times, and nothing has come from it to advocate for two tenants who are professionals doing the right thing. Each time, we are left feeling discouraged and ignored. Every comment, concern, or valid point we make is consistently downplayed. This ongoing issue is never taken seriously, and we’re made to feel like our concerns aren’t valid or urgent. It has reached the point where we feel there’s no point in continuing to reach out, as it seems our voices are being disregarded. Often, we feel so strongly disturbed that we leave our own home and leave the house for no reason, just to escape the torture. 
  
  We have gone as far as inviting staff members into our residence so they can hear for themselves, since every time we are disregarded, but are turned down every time. We are plagued with these disturbances from the early hours of the morning to the very late hours into the night – interfering with our quality of sleep and overall quality of life. 
  
  Noise Complaints, Disruptive Behavior, and Police Involvement:
  The situation upstairs has gone far beyond normal noise complaints. We’ve heard the tenant and her permanent guests upstairs arguing excessively on multiple occasions, along with fighting and stomping. We have heard screaming and crying. These disturbances take place throughout the day, but especially during “quiet hours” – instances being as late and inconsiderate as 4am.We have already spoken to the police about this, but they have informed us that they cannot intervene unless the behavior is caught in the act. This is almost impossible since the upstairs tenant has a Ring camera and quiets down once police intervention arrives, resulting in no ramifications for their behavior while we continue to suffer through this ordeal. There are multiple individuals living above us. 
  
  The leasing manager said that these unbearable disturbances "are a part of renting" - basically alluding to the fact that there is nothing that she can do and we just have to live with the circumstances.
  
  It’s unacceptable that, despite this ongoing disruptive behavior, there has been no meaningful intervention from management. The fact that we are now being asked to relocate is absurd when we were here first and are not the ones causing the disturbance. We are not dictating how others occupy their space or expecting special treatment – but we refuse to turn a blind eye to biased actions. The tenant causing the disturbance should be the one to relocate.
  
  
  Kelsy Winfrey’s Contact Information: 
  When we requested Kelsy Winfrey’s contact information, Measha refused, stating she will not share personal information. A work phone number or email is not confidential information, and this appears to be a gatekeeping tactic to prevent us from escalating the issue. We were told that Kelsy has been trying to reach out, yet no one has contacted us, and it has been over a month. This is unacceptable, and it feels like our rights as tenants are being ignored. 
  
  False Claim Regarding Payment for Amenities: 
  Measha’s statement that we “only pay for our apartment and not for amenities” is incorrect, misleading, and telling of the way this company conducts business. While rent primarily covers the apartment, advertised amenities are a critical part of the overall value proposition of the lease. These features directly influence rental decisions and the overall cost. To suggest that we don’t pay for them is absurd—they are factored into the rent, and their absence is false advertising. Had we been informed about delays with the pool, car wash, and mailbox, or about ongoing noise issues, we would have reconsidered signing the lease. These details are crucial for potential residents and affect the decision to live here. She stated that thorough “soundproof testing” had been performed before the property opened in April 2024, yet this has proven to be false. These issues and delays were not disclosed, because if they had been, I guarantee this would have been presented in writing. Prior to signing the lease and prior to any issues being resolved, the website for this property presented all these features as available upon move-in and had no disclosures of delay.
  
  Our rights as tenants—and now our health—have been disregarded for far too long. 
  
  
  
  Regards,
  
  
  
  Malcolm Burns

  
  

  Customer Answer

  Date: 10/31/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  No one has reached out. They have our phone numbers, emails, and of course our mailing address. We have provided proof each time it has been requested and have followed their guidelines regarding all matters and nothing has happened to resolve the matters discussed. The overall experience living here has been terrible due to difficult and unprofessional management and lack of accountability taken. 

   
  This situation has become entirely unacceptable. Not only has our experience been marred by false advertising and lack of communication, but it has now directly affected our health in a devastating way. My partner was recently hospitalized and suffered a pregnancy loss while living in this property, in big part due to the extreme anxiety caused by the ongoing noise disturbances from the upstairs tenant and the overall stress from unresolved issues in this apartment. There was even an attempted break in at a unit across the hall and no updates or reassurance from the property have been provided. The impact of these failures is not just emotional, but physical as well. You claim this matter is important to you, but if thats truly the case, what is the delay in addressing the root cause of these issues? Why has there been no meaningful response after all this time?
  
  The ongoing noise from the upstairs resident has been beyond disruptiveit has seriously impacted our health, yet no action has been taken. We have spoken to the previous regional manager, ***** Parente and shown proof of the excessive issues with promise of resolution and diligent investigation, but to no avail. Smartphones with noise canceling technology do the disturbances no justice and have requested management to listen to them with headphones to get an authentic depiction of the turmoil we are faced with. Regardless of company turnover, we as tenants were promised to be reconvened with in a timely manner by the property team, yet no one reached out. When we reached out again, we were told that the follow up email got lost.
  
  Repeated Attempts to Resolve the Issue:
  At this point, we have spoken with property manager, Measha, about these issues not once, not twice, but an excessive number of times, and nothing has come from it to advocate for two tenants who are professionals doing the right thing. Each time, we are left feeling discouraged and ignored. Every comment, concern, or valid point we make is consistently downplayed. This ongoing issue is never taken seriously, and were made to feel like our concerns arent valid or urgent. It has reached the point where we feel theres no point in continuing to reach out, as it seems our voices are being disregarded. Often, we feel so strongly disturbed that we leave our own home and leave the house for no reason, just to escape the torture. 
  
  We have gone as far as inviting staff members into our residence so they can hear for themselves, since every time we are disregarded, but are turned down every time. We are plagued with these disturbances from the early hours of the morning to the very late hours into the night interfering with our quality of sleep and overall quality of life. 
  
  Noise Complaints, Disruptive Behavior, and Police Involvement:
  The situation upstairs has gone far beyond normal noise complaints. Weve heard the tenant and her permanent guests upstairs arguing excessively on multiple occasions, along with fighting and stomping. We have heard screaming and crying. These disturbances take place throughout the day, but especially during quiet hours instances being as late and inconsiderate as 4am.We have already spoken to the police about this, but they have informed us that they cannot intervene unless the behavior is caught in the act. This is almost impossible since the upstairs tenant has a Ring camera and quiets down once police intervention arrives, resulting in no ramifications for their behavior while we continue to suffer through this ordeal. There are multiple individuals living above us. 
  
  The leasing manager said that these unbearable disturbances "are a part of renting" - basically alluding to the fact that there is nothing that she can do and we just have to live with the circumstances.
  
  Its unacceptable that, despite this ongoing disruptive behavior, there has been no meaningful intervention from management. The fact that we are now being asked to relocate is absurd when we were here first and are not the ones causing the disturbance. We are not dictating how others occupy their space or expecting special treatment but we refuse to turn a blind eye to biased actions. The tenant causing the disturbance should be the one to relocate.
  
  
  ***** Winfreys Contact Information: 
  When we requested ***** Winfreys contact information, ****** refused, stating she will not share personal information. A work phone number or email is not confidential information, and this appears to be a gatekeeping tactic to prevent us from escalating the issue. We were told that ***** has been trying to reach out, yet no one has contacted us, and it has been over a month. This is unacceptable, and it feels like our rights as tenants are being ignored. 
  
  False Claim Regarding Payment for Amenities: 
  Meashas statement that we only pay for our apartment and not for amenities is incorrect, misleading, and telling of the way this company conducts business. While rent primarily covers the apartment, advertised amenities are a critical part of the overall value proposition of the lease. These features directly influence rental decisions and the overall cost. To suggest that we dont pay for them is absurdthey are factored into the rent, and their absence is false advertising. Had we been informed about delays with the pool, car wash, and mailbox, or about ongoing noise issues, we would have reconsidered signing the lease. These details are crucial for potential residents and affect the decision to live here. She stated that thorough soundproof testing had been performed before the property opened in April 2024, yet this has proven to be false. These issues and delays were not disclosed, because if they had been, I guarantee this would have been presented in writing. Prior to signing the lease and prior to any issues being resolved, the website for this property presented all these features as available upon move-in and had no disclosures of delay.
  
  Our rights as tenantsand now our healthhave been disregarded for far too long. 
  
  Regards,
  
  ******* *****

  
  

   

  Business Response

  Date: 11/05/2024

  ******* and *******, 
  
  After speaking with you on the phone we agreed that you are not ready to move out of Plat 4 and do not wish to do so at this time. However, in the future should you decide you want to move out before your lease expires,07/14/25, you will provide a 30-day written notice, and you will be released from the lease after the 30 days. You will not be charged a termination fee, and your account will be treated as if the lease were fulfilled to term.  
  
  We also agreed that at any time should you wish to transfer to a different unit you will be able to do so as long as there is availability to accommodate your request. You will not be charged a transfer fee should you decide to transfer. 
  
  Please let me know if there is anything else I can do for you.

   

  ***** *******

• Initial Complaint

  Date:06/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Submitted maintenance request for broken AC on 6/10 late at night.Submitted another ticket via voicemail on 6/11 morning with concern about upcoming heat index over 100 degrees Fahrenheit.Ticket was marked as resolved within an hour, but nobody reached out with an update about repair.Submitted ***************** requests on 6/12, received no response but again marked as resolved.6/13 we finally connected with a person after selecting the dial option for new prospects of our complex. They said that department cant help us, until my partner mentioned legal concerns.Then they said maintenance cant fix AC but will now call the contractorTemperatures of 90+ degrees with heat index over 100 no AC for 11 days. Unlivable conditions and maintenance emergency that was not addressed for 4 days, even though tickets were marked as resolved.Dangerous health conditions for us tenants and our animals.Apartments marketed as luxury but did not provide portable cooling unit or anything. There were issues getting the replacement part, which added to the time we had unlivable conditions. After complaining to maintenance, communication got better about waiting on the part, and they said theyd provide an AC unit if they had any others left, but we didnt hear anything else from maintenance.Contractors have fixed the ******* can live in our rental again.My partner/roommate and I have been told by maintenance (6/13, 6/17) and by leasing office (6/27) that we can expect a call from our property manager to discuss adjustment to our rent for this month.********************************* has not reached out to us and Id like to pay my rent, just not including the 11 days we were without cooling.I understand some things are out of our control, but there were many missed steps that should have been taken to address the emergency. Thank you for your assistance in this matter.

  Business Response

  Date: 07/09/2024

  Hello,

  We sincerely apologize for the frustration and inconvenience you have experienced at ********** at ************. We take maintenance seriously and regret not meeting your expectations. Our team addressed your request promptly, scheduling it with our vendor, who completed the repairs once the proper parts became available. We understand your frustration with the communication issues and are working to improve our response times and keeping our residents up to date on the status of their requests.

  Regarding your request for compensation, our on-site team has reached out to discuss this further. We are committed to resolving this matter and look forward to connecting soon.

  
  Thank you for your understanding and patience.

• Initial Complaint

  Date:06/27/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I requested an application fee refund on a rental AertsonMidtown had listed inappropriately 5/8/2024. The unit was not available even though it was listed and I was able to apply for it. They approved my refund on 5/15/2024 after three separate emails requesting a refund. They were very attentive when they were trying to lease me a more expensive apartment unit. However, I cancelled the charge on my credit card due to their lack of attention/communication after I requested a refund. They now sent me to collections with HunterWarfield Reference:9687617 for $508.72 as of 6/27/2024. The original amount of my fee was $478.72 which I cancelled through my bank USAA credit card dispute case number ********. I was appropriate to collect my refund/cancel my credit card transaction with an email approving my refund but no notice on how they would refund me or when. I would like them to cancel their collections claim on me immediately and be responsible for any monetary damages to my credit if it has a negative impact on my credit report.

  Business Response

  Date: 07/11/2024

  Hello,

  We apologize for your experience at ***************, and appreciate you working with us toward a solution. As we navigate through this process together, we are committed to taking the necessary steps with our collections agency to ensure that there will be no negative impact on your credit as a result of this matter.

  Your feedback and communication are invaluable in helping us improve our resident experiences and processes. Thank you for your understanding and patience.

  
  Best regards,

  *********

• Initial Complaint

  Date:05/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have lived in *********************** for the last 7 years which is owned by Buckingham. Over the last 3 years it has gotten shady awful. For the last 2 year I've been asking to get my carpet replaced and they would never do so. I have had a Dog for the last 4 years. In March of 2024 a building inspection was done. They wanted to violate me for carpet & wear and tear. Management decided to do a re-inspection o my unit the very next month (April). After that re-inspection I received a notice they weren't allowing me to renew my lease which expired in October of 2024. 2 days ago May 1, 2024 my apartment was inspected again and the very next day I woke up (May 2, 2024) I received notice my lease was terminated and I had until June 1, 2024 5:00 p.m to leave. One of the reasons for my supposed lease violation was when they came to inspect this last time my Fiance' and her dog was here visiting me and thats prohibited I guess. Not to mention last month the "leasing consultant" moved in underneath me and all she does it spy. It makes being in your own home uncomfortable. So now I have to move out and my Dog and I have to find a place that will accept her because of her breed.

  Business Response

  Date: 05/15/2024

  Thank you for bringing your concerns to our attention. We understand that receiving notice of lease termination can be distressing. Our primary goal is to maintain a safe and comfortable living environment for all residents.
  Upon reviewing your lease agreement, it has come to our attention that there have been multiple violations of the terms outlined therein. We take these matters seriously in order to uphold the standards set forth for the community as a whole.
  We would like to remind you that adherence to the lease agreement is essential for the well-being and ******* of all residents. If there are any specific concerns or misunderstandings regarding the violations cited, we encourage you to reach out to us directly to discuss them further. We have attempted to contact you via the phone on three occasions over the last week and have not been able to connect.  
  
  We appreciate your cooperation in this matter and hope to resolve any issues amicably. 

  Thank you,

   

  ***********************;

  Customer Answer

  Date: 05/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:04/05/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing this complaint to make Buckingham Properties aware of the complete unprofessionalism I have experienced with their corporation this past year. This past September, I was a tenant in one of their properties, ************************ in ***********, ********. My unit had a bed beg infestation that I discovered in September of 2023, but unfortunately this was not my first experience with bed bugs at the complex.In October of 2021, the first unit I moved into at ************* also had a bed bug infestation. Because of this first incident in 2021, the complex worked with me to move to a different unit in January 2022. This past September 2023, I found bed bugs again in this new unit. This new unit I moved into January 2021 was on the same floor as my first unit. I worked with the management company through this issue. I reached out to Buckingham Properties on multiple occasions wanting to bring this issue to their attention with no response. I sent an email, called multiple times, left a voicemail, and submitted an inquiry on their page. I think it is important their Corporate knows about multiple bed bug infestations at one of their properties and that was my intention in reaching out. I never once heard back. In my opinion, that is completely unacceptable and not how a successful corporation handles important situations of their properties. I was hoping management would be able to give my circumstances a special consideration, but unfortunately there did not. I do understand what I legally signed in my apartment lease, but I was very disappointed in the way it was handled. I terminated my lease for almost $4,000 and had to pay an additional two months of rent on top of the bed bug inspection and treatment, costing me a total of over $6,000. Although this situation is resolved and I have moved out, I think it is important for Buckingham Properties Corporate to be aware of this issue and learn how to better handle a similar situation in the future.

  Business Response

  Date: 04/17/2024

  Hello, 

  We are writing to respond to the complaint filed by ******, a former resident of ************** Riverfront (Unit W210 & W235), regarding bed bug infestations in 2021 and 2023. We take all resident concerns seriously and apologize for the inconvenience and frustration ****** experienced.
  

  Addressing the Infestations:
  October 2021: Our records confirm a bed bug infestation in Unit W210 in October 2021. We promptly arranged a professional heat treatment to eradicate the issue. Importantly, we have no record of prior bed bug reports in Unit W210 or surrounding units before ******'s residency.
  September 2023: Unfortunately, another infestation occurred in Unit W235, where ****** relocated in January 2022. While we have no prior reports of bed bugs in W235, nor neighboring units, we understand ******'s frustration and the disruption this caused.
  

  Addressing Communication:
  ****** mentions difficulty reaching management in September 2023. We apologize if our response time wasn't ideal. We are committed to improving communication and will review our procedures to ensure prompt responses to resident concerns.
  Addressing Resolution:
  We understand ******'s financial burden due to the bed bug treatment and lease termination. Unfortunately, lease agreements outline resident responsibilities regarding pest control.
  

  We remain committed to providing a comfortable and pest-free living environment for our residents. We take proactive measures such as routine inspections,monthly general pest control treatments and tenant education on preventing bed bug infestations.
  

  We have reached out to ****** directly to discuss this further and apologize for the inconvenience caused.
  

  Thank you for bringing this matter to our attention.

  
  Sincerely,

  
  *********************** , ************************ Management

  Customer Answer

  Date: 04/17/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  ***************************

• Initial Complaint

  Date:03/07/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Starting on January 11, 2024, we have been contacting the management at the Residences at White ***** Apartments, owned by Buckingham Realty and Development Corporation, about a continuing mold growth problem. The mold is growing on the sliding glass door, the window in the main living space, and the windows in our bedroom. We received no response from them for over two weeks, when we then sent another email to management on January 25, 2024, before receiving a response. When maintenance came to inspect the issue they blamed the on the aluminum window frames stating there was nothing more they could do, despite our concerns about our safety.After this, I took it upon myself to attempt to clean the mold infestation in the beginning of February in accordance to their suggestions in a mold addendum. After a month, the mold has begun to regrow on all the previously stated areas. We again raised our concerns to management due to health concerns. The property manager, ***********************, and maintenance supervisor, *****************************, came to inspect the unit March 1, 2024. During this inspection, they belittled our concerns and admitted that other units have the same issues with mold. Based on their noncompliance to provide "safe, clean, and habitable" housing as stated in the lease agreement, we requested a termination of our lease, as continuing to live in the unit puts our health at jeopardy. We have also given them a reasonable amount of time to remedy the issue. In response to this request, management is now denying any evidence of mold growth in the unit despite evidence proving otherwise.We are also in contact with other current and previous renters on this property having the same problems with mold growth in their units. I will provide pictures of the mold from January 11, 2024 and from March 7, 2024, showing the mold before the attempted cleaning as well as after when the mold began to regrow.

  Business Response

  Date: 03/22/2024

  Hello ******* -

  We apologize for your less than exceptional experience at ********************** River and always strive to make each resident feel comfortable in their home. We appreciate your patience while the team reviewed your requests with the Regional Property Manager and necessary next steps. As we have met off line to discuss the issues with you, we feel we have come to a resolution. Should you have any further needs before your lease release date, please connect directly with ******, the Property Manager, and she will be glad to assist. Thank you again.

  Customer Answer

  Date: 03/22/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  ***************************

• Initial Complaint

  Date:02/20/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved to a Buckingham property in November 2023, signing a 12 month lease. They refused to show the actual unit I would be living in due to ongoing construction. Upon receiving my keys to the property, I had several concerns with the condition as it did not meet our expectations. I offered to pay a penalty to be released form the lease, as I had not occupied the unit. After being refused, I moved in and in the first 3 months had 14 maintenance requests. After 3 months, the property manager had informed me that we would be required to move out for a major repair and would be released form our lease. It seems we have become a problem tenant for trying to hold the property to the standards that are expected per our lease agreement. I have tried to reach out to Buckingham corporate to help facilitate this unexpected news and requested compensation for the additional cost accrued to move out on such short notice. Their phone number is disconnected. I have left 3 messages on the websites "contact us" page as well as reached out to operational role individuals on Linkedin. I can see they have viewed my messages and profile and refuse to engage. I have requested this matter be escalated to a corporate contact with no response. I feel they are in violation of our leasing agreement and am seeking legal representation. There are multiple safety and code violations at this property that are being ignored.

  Business Response

  Date: 02/27/2024

  We sincerely apologize for the frustration and inconvenience you have experienced during your tenancy at *****************. We understand your dissatisfaction with the condition of the apartment upon move-in and the challenges you faced with maintenance requests initially. We take the maintenance and upkeep of our communities seriously and we regret that we did not meet your expectations.
  A plumbing repair need was recently located, and unfortunately will need to take place in your apartment home. Upon determining the scope of this repair, we provided all options feasible, including (2) locations for transfer,compensation for disruption/disturbance if you chose to remain in the apartment home, and the release from your rental obligation with reasonable time for arranging to move. In any unforeseen circumstance, we strive to provide options to our customers that best fit their needs and to minimize the burden this can place on our residents. In this instance, the best fit solution was to release the rental obligation and to accommodate a move out date defined by the customer. Once the apartment home is vacant, the repair will be made and our property management team will continue to communicate directly until possession is returned.
  We acknowledged your attempts to reach out to Buckingham Companies and understand the frustration with a lack of response. We are currently reviewing our communication channels to ensure that such issues are addressed promptly and effectively in the future.
  Regarding your request for compensation for the additional costs incurred, we have reviewed your request carefully and responded directly with an agreed compensation.
  Please be assured that we are committed to resolving this matter and appreciate the opportunity to continue addressing your concerns. Should you have any additional needs, please contact our property manager directly for immediate response.

  Thank you

• Initial Complaint

  Date:10/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I live at ***************** a property owned by Buckingham. I have not had a working AC since the end of June. I have been told multiple times people were coming to fix it and of all my complaints someone showed up twice. I was told to leave the air running to "diagnose" the problem and it just ran consistently while people didn't show up when they said (with no notice). End of August they said the problem was fixed but 3 weeks later it was broken again. I have emailed them and talked to them on the phone. We have set up 3 dates for them to look at the air which they did not show up to one of them even when I confirmed with them morning of that they were still coming. They also never told us they were not coming. I have paid almost $1,200 in duke bills this summer for letting my air consistently run compared to last summer when I paid $350. I do not believe this will be fixed before next summer considering they did not fix it this summer. July and August were ****** degrees most days and our apartment was 85 degrees plus and they wouldn't do anything about it. I have called, emailed, and talked in person to property management which leads to them not responding or telling me they are coming when they don't show up. I have tried to reach out to corporate (Buckingham companies) calls and emails with no response. I was also told they would cover our duke bills and I have received nothing. For all of this inconvenience, I want the $1,200 in duke bills paid for plus money for all the time I sat around waiting for someone to show up. I want $2,200 which is the price of one month's rent. We have in our lease that we have central air which was not provided to us this summer and by the look of it I will not have it next summer.

  Business Response

  Date: 10/31/2023

  Hello -

  Our Property Manager, *****************************,I spoke with the resident who filed the complaint in the office. Please see response below:

  
  We apologize for the continued inconvenience you have endured due to problems with your air conditioning.  As you are aware we have a new property manager, assistant manager, and maintenance supervisor in place. While we understand your specific issue has been occurring before we started our goal is to get the problem resolved correctly. To achieve this a new HVAC unit for your apartment has been ordered. We are currently waiting for it to ship from the manufacturer. We are anticipating this will be delivered in the next week to week and a half based on the information that has been provided to us from the distributor. Once it has been delivered, we will schedule our HVAC company for the install at which time you will be provided a date this is taking place with plenty of notice. 

   

  Thank you,

  *********************************

• Initial Complaint

  Date:06/15/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a resident of Buckingham companies property at ************************** since March of 2022. My lease was about to expire, and I was looking to move to **********, **, closer to my job. I was told by management at The Village that my fees would be waived if I applied at another Buckingham property. On June 8th I have contacted The Foundry, a Buckingham property, asking about a studio unit. I have received a response from an employee named ***** that a unit was available, and I have promptly filled an application. When I returned to the application a day later, it said it had a problem, and to contact the property. I did, but did not hear back. I have attempted to resubmit the application, and it successfully went through on June 11th. As part of the process, I have paid over $400 in fees, of which $250 was an administrative deposit that I could get back within THREE DAYS after application. I was not sure whether I would be refunded the $130 application fee, because I was originally told that I did not need to pay that, but I wanted to return the $250 to which I was entitled by law. After I did not hear back for three days, and the time was expiring for me to get my money back, I went to the property. Long story short, apartment was no longer available, but I was never told that. To add insult to the injury, ***********************************, who was helping me, refused to cancel my application so I could get my money back, because she "had better things to do" with people moving in. Moreover, she said the apartment is not available because someone clicked the button before I did, and it was my choice to submit an application, and she can't control what I do. This is a problem with the system, because apartments continue to show as available, generating application fee income, which seems like a scam. I would like to get my money back. Also, the scam generating income from fees for unavailable apartments has to stop and employees need to treat customers better.

  Business Response

  Date: 06/21/2023

  Hello ********* - 

  We have been in contact with both The Foundry and **********************. I apologize for any confusion regarding your application for transfer. I have confirmed the administrative fee of $275 has been refunded from The Foundry. Please feel free to contact the Property Manager for any updates on your refund - they are sent via **** in the form of a check. If you are still needing assistance with your current lease at **************************, please let us know as soon as possible - the Property Manager has been alerted that you may still have outstanding questions or needs and will happily help you out. 

  Additionally, I have confirmed there are units available in the upcoming months at The Foundry. You can reach the office at ************ for up to date availability. 

  Thank you,

  *********************************